1. © 2010 San Diego Gas & Electric Company. All copyright and trademark rights reserved Low Income Oversight Board Service Disconnection/Reconnection Process April 11, 2012

2. For Internal Use Only Credit Process 2 Customer delinquent on a/c 20 th day after mailing *Note that there is no procedural difference between a customer who is a renter vs. an owner. CARE customers receive courtesy call/dialer Notice of Past Due $ included in next month’s bill 48 Hour Notice delivered to customer premise CARE customers receive courtesy call/dialer CARE customers Past Due letters mailed No Yes 30 th 27 th 20 th 31 st 32 nd 59 th Collector in field to collect or disconnect service Is Account master metered ? 15 day notice posted in common areas for individual residents to sign for service 64/74 th 59 th 10 Day Notice (SB120) delivered to Tenant

3. For Internal Use Only 3 Customer also advised of deposit or increase in deposit to re- establish credit Arrangement Granted ? Customer phones to request reconnection Utility representative requests payment of past due amount Customer requests payment arrangements ESS Reviews customer payment history Customer advised of payment options (Branch Office, APL, etc…) Customer pays past due amount or initial installment Service cut in performed No ESS notates account Yes Reconnection Process *Note that there is no procedural difference between a customer who is a renter vs. an owner.